Customer Success Specialist

1 dia atrás

São Paulo, Brasil Smarter Contact Tempo inteiro

We’re expanding our Customer Success team and hiring a high-performing Customer Success Specialist. You will own the long-term success, retention, and expansion of active customers. This role is analytical, consultative, and performance-driven. You are a partner, not support. If you understand real estate investing, SMS performance, and how to turn data into outcomes, this role fits. This is a direct hire role.

About us:
Smarter Contact is the market-leading AI-powered communications platform for real estate professionals in the U.S., powering tens of millions of text and voice conversations every month, helping real estate professionals close more deals.

What You’ll Own:
Own and manage ongoing customer relationships post-onboarding via phone, video, text, and email using our own tech stack
Complete all daily CRM tasks (to-dos, emails, texts, calls, etc.)
Conduct regular account performance and campaign reviews
Analyze metrics (deliverability, response rates, conversion signals, etc)
Establish clear expectations for SMS performance, compliance, and best practices
Reinforce Smarter Contact’s value proposition, positioning, and differentiators
Advise customers on campaign optimization, list strategy, volume, and cadence
Act as a trusted partner focused on ROI and lead outcomes
Identify expansion opportunities aligned with customer growth (users, volume, add-ons)
Proactively identify confusion, friction, or churn risk - escalate and resolve
Drive expansion through cross-sell and upsell opportunities tied directly to customer value
Partner closely with Sales, Marketing, and Customer Experience on customer insights
Work a minimum of 40 hours/week between 10 AM - 7 pm Eastern Standard Time or later, Monday to Friday

What We’re Looking For:
4+ years in a quota-carrying Customer Success, Account Management or growth-focused positions in a SaaS company
Proficient or native level English (full business fluency), both written and verbal
Confident, direct communicator with a partnership mindset
Highly analytical; comfortable interpreting data and trends
Detail-oriented, process-driven, and highly organized
Engaging, personable, and energetic in customer interactions
Sales-trained and able to identify business expansion opportunities
Proven track record of meeting and/or exceeding a business expansion quota

✨ Bonus Points:
Experience working at a telecom SaaS
Strong real estate investor (REI) industry knowledge
Deep understanding of SMS performance, compliance, and deliverability

⚡️ Why Smarter Contact?
USD base + variable compensation
15 days PTO + 5 sick days + 10 floating holidays
High autonomy, fast execution, real impact
Professional development benefit
Wellness benefit
Employment anniversary and birthday gift
Quarterly health allowance
Remote-first team with a strong performance culture
This opportunity is offered as a full-time independent contractor role

Please Don’t Apply If:
You prefer a low-pressure, low-output environment
You’re not fluent in English or are uncomfortable communicating directly with cross-functional teams
You don’t meet the minimum customer success experience
No experience working for a SaaS company

Ready to grow with us?
We’re looking for a proven Customer Success Specialist ready to build the next chapter of their career — and stay for the long haul. If that’s you, we’d love to hear from you.

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